Support Services Analyst

The Product Support Engineer (Tier 2) will be part of the Support Services team which uses, top-of-the-line CRM tools like Sales force and other applications. The Product Support Engineer in Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management. In this role you will also be mentoring your allied Support Associate and help increase his/her product technical knowledge.

    **Key Responsibilities:

• Resolve the Application Support queries and issues that have been handed over by the Product Support Associate (Tier 1) and ensure that all assigned requests are addressed within the time limit.
• Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution
• Effective efficient working in partnership with other departments to prevent delay in resolution
• Understand the customer s requirement, scope and then prepare a SOW for a custom build it if not available out of box
• Applying technology in multiple ways to configure the product and helping the customer implement Replicons products
• Solid understanding of product limits and suggesting ways of improving the product
• Logically understanding the concepts of other SaaS based products for integration requests ","**

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